Reducing Information Asymmetry in Customer Care

As a customer care person, you are placed at an important vantage point between the company and the customer. You (should) have visibility into the product and people in your company beyond what your customers currently knows/can see. You are there to solve problems for the customer using both information that may already be publicly available to the customer as well as information that is not.

If you know something that the customer should know, tell them. Tell them as soon as you know. If time is running down on an SLA and you are still waiting on an answer from Engineering, find a nice way to tell them that (the phrase “I have escalated this matter to our Engineering team” works). If you are investigating something specific, tell the customer what you think might be the issue. If you need them to provide you with more information from their end, ask them right away so they know the ball is in their court.

I can’t count how many times I have seen a support ticket with numerous back-and-forth internal notes in it and no response to the customer. Things are obviously happening. Ideas are being shared. Surely there is something there we can tell the customer.

If it is a question between providing what you think is a perfect answer and speed, choose speed.
If it is a question between providing what you think is a perfect answer and providing context, choose context.
If it is a question between assuming something or asking the customer, ask the customer.

You are the customers’ eyes in the company, let them see.
You are the customers’ ears in the company, let them hear.
You are the customers’ voices in the company, speak up for them….. and to them.

3 thoughts on “Reducing Information Asymmetry in Customer Care

  1. The entry on information asymmetry in wikipedia talks a lot about how people leverage information asymmetry in marketing and sales

    This is a particularly relevant passage –
    “Third, Arrow noted the role of trust in the relationship between doctor and patient. Medical providers only get paid when a patient is sick, and not when he or she is healthy. Because of this, there is a great incentive for doctors to not provide the quality of care they could. A patient must defer to the doctor and trust that she is using her knowledge to his best advantage to provide him the best care. Thus, a relationship of trust is established. According to Arrow, the doctor relies on the social obligation of trust to sell her services to public, even though the patients do not or cannot inspect the quality of her work. Last, he notes how this unique relationship demands that high levels of education and certification be attained by doctors in order to maintain the quality of medical service provided by doctors. These four ideas from Arrow contributed largely to Akerlof’s work.”


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: